Zeacom has released Communications Center 4.1 -- software which bundles together Zeacom’s contact center and messaging solutions under its new Communications Center brand. The new version offers support for Microsoft’s (News
) Exchange Server 2007, Outlook 2007 and Vista, as well as new enhancements for executives, agents and knowledge workers.
Communications Center 4.1 delivers presence, telephony, fax and voice messaging to the entire enterprise through its support for Outlook 2007. This means all workers with Outlook have the same capabilities in terms of being able to see who is on the network, including who is available or unavailable, in addition to the ability click-to-call, send a fax or send a voice message, etc., to any worker on the network. This is all made possible through the “Zeacom Executive Outlook” plug-in, which allows the software to be integrated with Outlook. Customers who don’t use Outlook have the option to use Zeacom’s unified messaging
product inside Lotus Notes or use its Desktop User Interface.
Communications Center 4.1 offers a new feature for managers and assistants wherein if an assistant doesn’t answer, the caller is returned to the executive’s mailbox with a new set of options, rather than landing in “voicemail jail” or the assistant’s mailbox.
In addition, the 4.1 Desktop for agents, knowledge workers and executives has undergone cosmetic changes with new XP/Vista-type icons and wizards, as well as a revamped desktop screen and toolbars. The new call history screen provides more flexibility of missed and recent calls management. Queue multimedia items such as chat, fax and email can be previewed from the call history screen even if they are deleted, and all calls are logged in Desktop even when the application is closed.
Zeacom President Ernie Wallerstein said in a press release that “the simplicity and flexibility” of Zeacom Communications Center 4.1 “will streamline and add to the effectiveness” of how Zeacom customers communicate. He said because Communications Center 4.1 is one application, “a contact center agent can see the presence of other employees outside the queue to help them provide better service and quicker call resolution.”
“With Communications Center 4.1, our users can make the most of every interaction with their customers and business partners alike,” Wallerstein added.
Zeacom’s unified messaging and contact center software is compatible with Avaya, Cisco and NEC (News
) telephony systems.
Patrick Barnard is Associate Editor for Customer Interaction Solutions magazine and Assignment Editor for TMCnet. To see more of his articles, please visit Patrick Barnard’s columnist page.